Get ITIL-4-Foundation Braindumps & ITIL-4-Foundation Real Exam Questions
ITIL ITIL-4-Foundation Actual Questions and Braindumps
NEW QUESTION # 31
Which is included in the purpose of the 'improve' value chain activity?
- A. Ensuring the continual improvement of practices across all value chain activities
- B. Ensuring a shared understanding of the improvement direction for services across the organization
- C. Ensuring that services continually meet expectations for quality, costs, and lime to market
- D. Ensuring continual engagement and good relationships with all stakeholders
Answer: A
Explanation:
Explanation
The purpose of the improve value chain activity is to ensure continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management.
https://wiki.process-symphony.com.au/framework/lifecycle/service-value-systemitil-4/#:~:text=The%20purpose
NEW QUESTION # 32
What is a change schedule used for?
- A. To help authorize standard changes
- B. To help manage normal changes
- C. To help plan emergency changes
- D. To help assign a change authority
Answer: B
NEW QUESTION # 33
Which dimension includes activities and workflows?
- A. Information and technology
- B. Organizations and people
- C. Partners and suppliers
- D. Value streams and processes
Answer: D
NEW QUESTION # 34
How do all value chain activities transform inputs to outputs?
- A. By determining service demand
- B. By implementing process automation
- C. By using a combination of practices
- D. By using a single functional team
Answer: C
NEW QUESTION # 35
Which statement about the 'continual improvement' practice is CORRECT?
- A. A single continual improvement register should be maintained by senior management.
- B. Training should be provided to those involved in continual improvement.
- C. It is the role of senior management to authorize improvement initiatives.
- D. Continual improvement participation should be limited to a small dedicated team.
Answer: B
Explanation:
Explanation/Reference: https://www.bmc.com/blogs/itil-continual-improvement/
NEW QUESTION # 36
A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:
- A. Re-use nothing from the current state
- B. Communicate so that the audience will hear
- C. Adopt a practice which is easy to follow
- D. Understand that fast does not mean incomplete
Answer: C
Explanation:
The ITIL guiding principle 'keep it simple and practical' advises organizations to use the minimum number of steps and resources needed to accomplish an objective1. A good way to apply this principle is to adopt a practice which is easy to follow, understand, and communicate2. This helps to avoid unnecessary complexity, bureaucracy, and duplication3. References: ITIL Foundation - ITIL 4 Edition, page 7; ITIL 4 - A Pocket Guide, page 25; ITIL 4 Practice Guide: Keep It Simple and Practical, page 9.
NEW QUESTION # 37
Which ITIL practice has a purpose that includes reducing the likelihood of incidents?
- A. Problem management
- B. Service desk
- C. Continual improvement
- D. Change control
Answer: A
NEW QUESTION # 38
Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?
- A. Monitoring and event management
- B. Release management
- C. Relationship management
- D. Change control
Answer: D
NEW QUESTION # 39
What type of chance is often used for resolving incidents or implementing security patches?
- A. Slandaid uhar ye
- B. Emergency change
- C. Normal change
- D. Change model
Answer: B
NEW QUESTION # 40
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always use a single technique to ensure metrics are consistent
- B. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
- C. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- D. An organization should always develop competencies in methodologies and techniques that will meet their needs
Answer: D
NEW QUESTION # 41
Which service value chain activity relates with buying new products?
- A. Plan
- B. Improve
- C. Engage
- D. Obtain/build
Answer: D
Explanation:
Obtain/build is one of the six activities of the service value chain, which is a set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers and to facilitate value realization1. Obtain/build activity relates with buying new products, as well as designing, developing, and testing new or changed service components2. This activity ensures that service components are available when and where they are needed and meet agreed specifications3. Reference: ITIL Foundation - ITIL 4 Edition, page 10; ITIL 4 - A Pocket Guide, page 21; ITIL 4 Practice Guide: Service Value Chain, page 9.
NEW QUESTION # 42
What is the definition of "service management"?
- A. A formal description of one or more services, designed to address the needs of a target consumer group
- B. A result for a stakeholder enabled by one or more outputs
- C. Join activities performed by a service provider and a service consumer to ensure continual value co-creation
- D. A set of specialized organizational capabilities for enabling value for customers in the form of services.
Answer: D
Explanation:
Service management is a set of specialized organizational capabilities for enabling value for customers in the form of services. These capabilities include tangible things like capital, people, and equipment, and can also include intangible things like knowledge, management and skills. These capabilities can also include intangible things, like knowledge, management, and skills.
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Service%20management%20is%20
NEW QUESTION # 43
Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills
- A. 1 and 2
- B. 1 and 4
- C. 3 and 4
- D. 2 and 3
Answer: A
NEW QUESTION # 44
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
- A. Collaborate and promote visibility
- B. Progress iteratively with feedback
- C. Think and work holistically
- D. Keep it simple and practical
Answer: D
NEW QUESTION # 45
A user wants to know how to create a report so they come into contact with the service desk.
Which practice is MOST likely to help with the solution of this issue?
- A. Change enablement
- B. Service level management
- C. Incident management
- D. Service request management
Answer: D
Explanation:
The service request management practice supports the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner1. A service request is a request from a user or a user's authorized representative that initiates a service action that has been agreed as a normal part of service delivery2. A user wanting to know how to create a report is an example of a service request that can be handled by the service request management practice3. The other statements are not true because:
Incident management: The incident management practice restores normal service operation as quickly as possible after an interruption or reduction in quality of an IT service1. A user wanting to know how to create a report is not an incident, as it does not affect the availability or performance of a service2.
Service level management: The service level management practice sets clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets1. This practice does not directly handle user requests, but it may define the service level agreements (SLAs) and service level objectives (SLOs) that apply to them2.
Change enablement: The change enablement practice maximizes the number of successful service and product changes by ensuring that risks have been properly assessed, authorized, and managed within a schedule1. A change is the addition, modification, or removal of anything that could have a direct or indirect effect on IT services2. A user wanting to know how to create a report is not a change, as it does not alter the configuration or functionality of a service component2. Reference: ITIL Foundation - ITIL 4 Edition, page 16; ITIL 4 - A Pocket Guide, page 37; ITIL 4 Practice Guide: Service Request Management, page 7.
NEW QUESTION # 46
Which statement about the purpose or the Monitoring and event management practice is TRUE?
- A. Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
- B. Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
- C. Systematically observe services and service components and record and report selected changes of state identified as events
- D. Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Answer: C
Explanation:
The purpose of the monitoring and event management practice is to systematically observe services and service components and record and report selected changes of state identified as events1. This practice helps to identify and prioritize any issues or opportunities for improvement in the delivery or support of services2. The other statements describe the purposes of different practices: incident management (A), service request management (B), and change enablement (D)3. References: ITIL Foundation - ITIL 4 Edition, page
14; ITIL4 - A Pocket Guide, page 31; ITIL4 Practice Guide: Monitoring and Event Management, page 7.
NEW QUESTION # 47
Which practice has a purpose that includes managing authentication and non-repudation?
- A. Change enablement
- B. Information security management
- C. Service Configuration management
- D. IT Asset Management
Answer: B
Explanation:
Explanation
Nonrepudiation provides an assurance that the sender of data is provided with proof of delivery and the recipient is provided with proof of the sender's identity, so neither can later deny having processed the data.
Further, this concept can apply to any activity, not just the sending and receiving of data; in a more general sense, it is a mechanism to prove that an activity was performed and by whom. Nonrepudiation is typically comprised of authentication, auditing/logging, and cryptography services.
https://www.sciencedirect.com/topics/computer-science/nonrepudiation
NEW QUESTION # 48
Which is the FIRST thing to consider when focusing on value?
- A. Understanding what is valuable to the service consumer
- B. Defining customer experience and user experience
- C. Ensuring value is co-created by improvement initiatives.
- D. Identifying the service customer who will receive value
Answer: D
Explanation:
When focusing on value, the first step is to know who are the customers and key stakeholders being served. Next, it is important to have an understanding of what consitutes value from the consumer's perspective.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=When%20focusing%20on%20value%2C%20the,value%20from%20the%20consumer's%20perspective.
NEW QUESTION # 49
Which is an activity of the 'problem management' practice?
- A. Authorization of changes to resolve the cause of problems.
- B. Restoration of normal service operation as quickly as possible
- C. Prioritization of problems based on the risk that they pose
- D. Resolution of incidents in a time that meet customer expectations
Answer: C
NEW QUESTION # 50
Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
- A. provision
- B. management
- C. value
- D. consumption
Answer: D
Explanation:
Explanation
Sponsor: A person who authorizes budget for service consumption; e.g., the Finance Manager
https://www.bmc.com/blogs/itil-key-concepts-service-management/#:~:text=Sponsor%3A%20A%20person%20
NEW QUESTION # 51
Which of the following is the MOST important for effective incident management?
- A. Collaboration tools and techniques
- B. Automated pipelines
- C. Balanced scorecard review
- D. A variety of access channels
Answer: D
Explanation:
Effective incident management often requires a high level of collaboration within and between teams as this can facilitate information-sharing and learning, as well as helping to solve the incident more efficiently and effectively. There may also be a need for good collaboration tools so that people working on an incident can work together effectively. One technique that takes advantage of collaboration is termed swarming. This brings many different stakeholders together to work on the issue. Management of incidents may require frequent interaction with third party suppliers, and routine management of this aspect of supplier contracts is often part of the incident management practice.
https://www.bmc.com/blogs/itil-incident-management/
NEW QUESTION # 52
What is including in the purpose of the relationship management practice?
- A. Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders.
- B. Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
- C. Setting clear business-based targets so that the delivery of a service can be properly assessed
- D. Creating collaborative relationships with key suppliers to uncover and realize new value.
Answer: A
NEW QUESTION # 53
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve,
without the customer having to manage specific costs and risks?
- A. An IT asset
- B. Service management
- C. A service
- D. Continual improvement
Answer: C
NEW QUESTION # 54
Which step of the continual improvement model includes baseline assessments?
- A. Did we get there?
- B. Where do we want to be?
- C. Where are we now?
- D. What is the vision?
Answer: C
NEW QUESTION # 55
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ITIL 4 Foundation Certification Exam is designed to provide professionals with a deep understanding of the ITIL 4 framework, including its key concepts and principles. It is a comprehensive exam that covers a range of topics, such as the four dimensions of service management, the service value system, and the ITIL 4 service management practices. ITIL-4-Foundation exam is intended for professionals who are new to IT service management, as well as experienced professionals who want to refresh their knowledge of the latest ITIL 4 concepts and practices. Passing ITIL-4-Foundation exam is an essential step towards becoming an ITIL 4 certified professional and advancing your career in the ITSM field.
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